Support

Last updated July 22, 2026

Stuck on something? Most questions are answered below; for anything else, email support@vortas.io and a human will get back to you.

The app asks for location — why, and which setting?

Location is how runs are tracked and treasures are placed on paths near you. Choose "Allow While Using App" at minimum; enabling background location keeps tracking accurate when the screen is off mid-run. Location is processed on your phone and never sent to us — see the privacy policy.

My distance or pace looks wrong

• GPS needs open sky to settle — the first minute of a run is the least accurate.
• Phones in a deep pocket or armband do fine; a bag pressed against your body can degrade the signal.
• Under bridges or between tall buildings, Cologra estimates short gaps from your step count and your own stride length, strictly capped so it won't inflate a run.
• Runs that never leave the start (under ~100 m) are discarded on purpose — accidental taps don't pollute history.

I don't hear the coach or treasure pings

• Check Settings → Audio in the app: voice can be set to full, key moments only, or off.
• Cues duck your music briefly rather than pausing it; if you hear nothing, check the phone's media volume (not just ringer).
• Voice guidance speaks the app's language — if your language pack isn't installed on the phone, the app will tell you in Settings → Language.

What do I need to play?

An iPhone on iOS 16.4 or newer, or an Android phone on Android 8 or newer — and any stereo headphones: wired, Bluetooth, or bone-conduction. The spatial treasure pings pan left and right, so a single-ear headset works but you'll lose the direction cue and rely on the pitch (closer = higher).

Using Cologra with a screen reader

The app is built ears-first and works with VoiceOver and TalkBack: navigation, run controls, and settings are labeled, and everything that matters mid-run is spoken. We're still polishing during the beta — if you use a screen reader and something is awkward or unlabeled, we genuinely want that email: support@vortas.io.

Siri shows my stats instead of speaking them

Siri decides when to speak based on context: with the screen on and the phone in your hand, it displays silently; with headphones connected or the screen locked — how you'll actually use it on a run — it speaks. To make it always speak: Settings → Siri → Siri Responses → "Prefer Spoken Responses".

Backups: moving to a new phone

Settings → Backup → Export backup file saves everything (runs, treasures, fitness profile) as one file — send it anywhere you like, then Import backup on the new phone. This works across platforms, including Android → iPhone. Optional automatic cloud backup (off by default) keeps that file refreshed in your own iCloud Drive or a folder you choose.

Deleting my data

Everything lives on your phone: delete the app and it's all gone. If you made backups, delete those files from your storage too. There is no account to close — we never had your data.

Reporting a bug

Email support@vortas.io with your phone model, OS version, and what happened just before the problem. Screenshots or a screen recording help a lot.